Summary Of The Position The role requires an individual who undertakes resolution of incoming issues, within expected technical capability, understands the impact of incidents on the client and responds appropriately
- exhibits right sense of urgency. Key Accountabilities
• Regularly reviews incidents logged, highlighting trends & recurring issues to 3rd line Problem
• Recommends changes to resolve recurring issues
• Reviews assignment of incidents by Incident Analysts
- highlights to the team improvements
• that can be made in how calls are assigned
• Uses technical understanding to question and clarify incidents raised by clients, before
• agreeing where to assign the incident (incident triage)
• Ensures all calls logged are clearly written so that any team member can understand the
• issue
• Takes day to day responsibility for assigning incidents through the incident management
• system
• Understands and executes against agreed processes for implementing fixes/changes
• Understands the impact of non-delivery on the reputation of PMC with the client
• Provides regular client and internal communication on assigned activity and incidents
-
• ensure that interested parties are clear on current status, highlighting any issues that might
• impact delivery in the defined timescales to Team Leader/Support Manager
• Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLA's




• are at risk of not being met Please note that this role works on a rotational shift basis to ensure sufficient coverage 24/7 and meet the needs of the business. Requirements Skills & Experience (Essential)
• Experience on Oracle or Microsoft SQL server database
- Certification preferred but not must
• Experience in windows batch scripting
• Experience on helpdesk, incident, and problem management as L2 support
• Client interaction exposure
• Good communication skills, Verbal and Written both, is a MUST Skills & Experience (Desirable)
• Positive understanding of Building tool
- Maven, Gradle etc
• Very good understanding of ITIL framework and processes. ITIL certification is preferred
• Working knowledge/experience on Linux
- preferred but not must
• Able to share ideas with the team and self-confident
• Go-getter and solution-oriented personality
• Very quick learner and keen to learn new things
• Reliable & accountable individual who can manage client interaction
• A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working
• Having worked in a fast paced, dynamic environment
• Empathy and the ability to communicate both internally and externally
• Ability to multi-task, work under pressure and to tight deadlines
• Positive ‘can-do' attitude, team player
• Efficient and Proactive

📌 Support Analyst (Vadodara)
🏢 PMC
📍 Vadodara